Senior Manager, Insurance Program

This is a fully remote position, open to applicants in United States.

📋 Description

• Leadership & Development of the Team

• Oversee and nurture a team of Insurance and Compliance Specialists by establishing clear performance objectives, conducting regular one-on-one meetings, and providing valuable coaching and feedback.

• Foster a culture centered on accountability, empathy, and ongoing improvement within the team.

• Develop and sustain onboarding and training initiatives that guarantee consistent product knowledge, coverage expertise, and service excellence.

• Recognize growth potentials for direct reports and formulate development plans that challenge and retain top talent.

• Management of Insurance Operations

• Take ownership of the daily operations of the Second Nature Insurance program, ensuring that service level agreements (SLAs) are achieved across all claims and inquiries.

• Supervise the claims process, including documentation, escalation, and resolution procedures.

• Act as the primary escalation point for intricate, sensitive, or high-value issues.

• Track and report on critical operational metrics, including claim cycle times, resolution rates, customer satisfaction (CSAT), and SLA compliance.

• Collaboration with Vendors & Cross-Functional Teams

• Manage partnerships with third-party insurance providers, ensuring that contractual commitments and service quality standards are consistently met.

• Work closely with Product, Operations, Legal, and Vendor Management teams on program improvements, compliance needs, and new initiatives.

• Collaborate with the leadership team to align insurance strategies with overall company customer experience (CX) objectives.

• Enhancement of Processes & Compliance

• Identify systemic trends in claims data and customer feedback to proactively highlight opportunities for product or process enhancements.

• Create, document, and continually improve standard operating procedures (SOPs) for claims management and customer communications in partnership with the QA and Training team.

• Advocate for tools, automation, and data usage to improve team efficiency while maintaining service quality.

• Ensure accurate documentation of all customer interactions and claim details to support audit and compliance preparedness.

• Customer & Stakeholder Experience

• Ensure that residents and property management companies receive consistent, empathetic, and transparent communication throughout the claims process.

• Act as the internal subject matter expert on coverage specifics, eligibility criteria, and claims processes for all stakeholders.

• Represent the Insurance Program in leadership discussions, providing data-driven insights and recommendations.

⛳️ Requirements

• Minimum of 5 years of experience in insurance operations, claims management, or customer support.

• At least 3 years of experience in a managerial role.

• Possession of a Property and Casualty (P&C) license in at least one state.

• Proven capability to lead and cultivate teams in a dynamic, remote setting.

• Strong knowledge of insurance products, claims lifecycle, compliance standards, and vendor management.

• Experience in managing relationships with third-party insurance vendors and adjudication workflows.

• Familiarity with umbrella insurance policies and multi-party claims processes.

• Data-driven mindset with a track record of monitoring team KPIs and leveraging insights for decision-making.

• Experience with CRM platforms such as Salesforce and support ticketing systems.

• Understanding of quality assurance frameworks and workforce management in support environments.

🏝️ Benefits

• Health First: Comprehensive Medical, Dental, Vision, Life Insurance, and 401K Plan.

• Flexibility: Open Paid Time Off (PTO) and sick days.

• The Product: In addition to awards and 5-star reviews, our clients and customers truly appreciate the capabilities of the world’s first Resident Experience Platform.

• Diverse, Inclusive Culture: We honor and respect employees from all backgrounds.

• Training: A supportive team dedicated to helping you advance your career and realize your full potential.

• Growth: An exciting opportunity to join a rapidly expanding startup that is innovating and developing a new category.